Which is more important for a successful digital transformation: people and process, or the technology itself?
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People. In my experience working with global companies, many transformations fail or get stuck because the human element was not considered. I still experience a lack of change and communications management underpinning the transformation initiatives that are often tech and process driven.
Human-centered design would be the most important element for successful transformation. Without gaining buy in at the earliest point (vision) the effort loses its value by 35% at implementation, and 61% at execution. Change management becomes more difficult and may derail the effort completely.
Processes can be automated and technology is quickly obsolete. Further a mismatch between vision and execution is more often than not the cause for people's resistance to change.
Technology is essential for digital transformation; people and processes are the driving drivers behind its success. Companies should focus on assembling the necessary talent, aligning their processes with the transformation goals, and leveraging technology as an enabler to achieve meaningful business transformation.
People - by far. Considering the implications of 'transformation' - changing from one state to another - this takes the collaboration, participation, and teamwork of many. Especially if the transformation is significant. Aligning people to a common vision, gaining their buy-in, and energizing a collective on a singular purpose is a powerful thing. Yes, process and tech 'enable' transformation. But, Digital Transformation is actually Business Transformation - digitally supported.
Ultimately I think both are important. However, technology does not work without people and process. Both are necessary, however there is more uncertainty in human execution than a technology solution (assuming it was designed and developed correctly). Having the right team with the right set of objectives, goals, processes and leadership skills will drive the solutions and the overall performance of the organization. Enabling them with the right technology will make it faster and allow them to achieve more. Starting with the wrong team on a digital transformation is a recipe for disaster.